Senior Escalation Manager-R-247114

MasterCard; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Senior Escalation Manager to lead critical projects and a team of Project Managers. This role offers the opportunity to shape project management practices while ensuring client satisfaction through effective communication and strategic planning. The ideal candidate will possess strong organizational skills, a customer-focused mindset, and a proven track record in managing complex projects within a B2B SaaS environment. Join a forward-thinking company that values innovation and collaboration, and help drive success for clients of all sizes.

Qualifications

• 3+ years managing complex projects in B2B SaaS.
• Strong understanding of SaaS products and technology stacks.
• Experience in building and leading a project management team.

Responsibilities

• Serve as the primary contact for key clients, addressing needs promptly.
• Oversee multiple projects, ensuring timely completion.
• Lead and mentor a team of Project Managers.

Skills

Project Management

Leadership

Communication

Problem-Solving

Customer Focus

Organizational Skills

Technical Knowledge

Agile Methodologies

Stress Management

Team Collaboration

Education

Bachelor's Degree

Project Management Certification

Tools

Jira

Trello

Asana

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible. Our technology, innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.

Title and Summary

Senior Escalation Manager

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

Role Overview

The Senior Project Manager will own the success of the most critical projects for our business. They will eventually build and lead a team of Project Managers within our company. This role involves overseeing the coordination of various projects, managing timelines, and ensuring efficient client onboarding and ongoing support. The Senior Project Manager will act as a liaison between clients and Project Managers, ensuring all client needs are met promptly and effectively. Additionally, this role will focus on improving internal processes, collaborating with other teams such as Customer Success and Support, and driving quick value realization for customers of all sizes. A proven track record of working with enterprise customers is essential.

This role requires strong organizational skills, stakeholder management, the ability to work in a fast-paced environment, manage multiple priorities, and excellent communication skills to push clients, raise flags, and ensure smooth project execution.

Key Responsibilities:

1. Client Interaction: Serve as the primary point of contact for key clients, addressing their needs and concerns promptly.
2. Strategic Planning: Contribute to strategic planning and decision-making processes to drive the success of the project management team.
3. Project Coordination and Execution: Oversee and manage multiple projects simultaneously, ensuring all tasks are completed on time and within scope.
4. Team Leadership: Hire, lead, and mentor a team of Project Managers, providing guidance, support, and professional development opportunities.
5. Timeline Management: Develop and maintain project timelines, ensuring all milestones are met and adjusting schedules as necessary.
6. Risk Management: Identify potential risks and develop mitigation strategies to ensure project success.
7. Prioritization: Prioritize tasks and projects to ensure the most critical issues are addressed first.
8. Communication: Facilitate clear and effective communication between clients, Project Managers, and other stakeholders.
9. Team Support: Work alongside and support the Technical Account Managers, providing guidance and resolving issues.
10. Performance Monitoring: Track project progress and performance, providing regular updates to senior management.
11. Documentation: Write documentation, knowledge articles, and tutorials to improve project management practices.
12. Process Improvement: Continuously evaluate and improve internal processes to enhance efficiency and effectiveness.

Optimal Skills for Success:

• Project Management expertise: 3+ years managing complex projects within a B2B SaaS environment.
• Technical Knowledge: Strong understanding of SaaS products and technology stacks.
• Leadership Skills: Ability to lead, mentor, and motivate a team.
• Hiring Experience: Previous experience building a Project Management team.
• Communication Skills: Excellent verbal and written skills, ability to convey technical concepts to non-technical stakeholders.
• Organizational Skills: Exceptional ability to manage multiple priorities and projects.
• Problem-Solving Skills: Proactive issue identification and resolution.
• Customer Focus: Ability to understand and meet client needs.
• Familiarity with Agile methodologies and tools such as Jira, Trello, or Asana.
• Knowledge of e-commerce terms and configurations is preferred.
• Business Fluency in English.
• Stress Management: Maintain poise under pressure.
• Ownership & Accountability: Demonstrate ownership and act on client goals.
• Adaptability: Thrive in a fast-paced environment.
• Team Collaboration: Work effectively both independently and in teams.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risks. Every employee must:

• Abide by Mastercard’s security policies and practices;
• Ensure confidentiality and integrity of accessed information;
• Report any suspected security violations or breaches;
• Complete periodic mandatory security training as per Mastercard’s guidelines.